The player from Panama had her account blocked because she used her husband’s Skrill account. Due to the fact the player deposited using a third-party payment method, we rejected the complaint.
Betway Casino - Player’s account was blocked.
Amount: $1,100
Betway Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello, I need help with the following case regarding the Betway platform and casino. I started by creating an account on said platform using my partner's email. make some deposit with my personal visa and bet, where in the last bet I win $1,200. When withdrawing said money to my account, my bank rejected the transaction due to the amount of money and its origin. I had no other option than to send all the money to my husband's skrill account, since the money could not be returned to the betway account (Due to the payment initiation process), according to his assistant via chat. In short, the money was sent to the skrill account and by mistake I returned the money back to the betway account and be able to withdraw a minimum amount to my personal account.
It turns out that the administrators blocked my withdrawals, so I started requesting a response and they told me that I had to send personal information. For which I agreed to send everything they asked me to, including changing the email of the betway account. All in order to clarify the problem, and after 3 weeks, they tell me to wait 24 hours to solve the problem. So it turns out that in that 24h they blocked my account completely, I contacted him again and his assistant tells me that I have to keep waiting because he does not have the information why his administrators blocked my account.
What do I ask, that they answer me as soon as possible and return the remaining money from the deposit made. Either to the account that made the deposit or to my account to solve the problem.
I hope you help me with this complaint.
Greetings.
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11 months ago
Dear 10xiomaragonzalez10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Terms and Conditions, and this is what I found:
4.4 Verification of Bank Details
If You use a credit/debit card and/or a financial/bank account for transactions at Betway, the account/cardholder’s name must be the same as the name You used when registering a Betway account.
Should the name You registered on the Betway account and the name that appears on Your credit/debit card and/or financial/bank account differ in any way, we reserve the right to suspend Your account. Should Your account be suspended, We recommend You contact Customer Service for details regarding Our verification process.
Note: Betway accounts are for personal use, so we require that your account and form of payment be in your real name and only used by you.
5.1 Withdrawing your funds
You may withdraw your cash balance at any time, subject to the minimum withdrawals in section 5.4. However, You will need to meet wagering requirements before withdrawing any bonus or winnings associated with it. See section 6.2 for more information on wagering requirements.
Our aim is to process and pay your withdrawal as quickly as possible. In doing so, we will take into account any pre withdrawal restrictions that may apply and will also adhere to the requirements of the Financial Action Task Force on Money Laundering.
Where relevant, and as far as possible, your withdrawal will be paid back via the means with which you have deposited. In the event that we cannot process your withdrawal in this manner, you will be paid via the payment method of your choice. Withdrawals may reflect as a single payment or in increments, depending on the payment option and withdrawal rules/requirements.
Please note: we may need to take additional security measures to ensure that you are the rightful recipient of the funds. In these instances, copies of identification documents may be required before payment can be made. These measures are in place to prevent fraud and protect your money and may result in a slight delay. We apologise for any inconvenience this may cause.
Furthermore, please check our Fair Gambling Codex for Players:
Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Veronika
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11 months ago
Translation
Hello Verónica, yes I am the owner of the account in the payment and withdrawal methods. Only at the beginning of creating the account I used my husband's email.
When I had a bet profit, the money came to my bank account. However, the last win was higher than all the previous ones ($1,200). When wanting to withdraw the money to my personal account, the process was carried out correctly on the platform. But nevertheless, my bank rejected the transaction due to the amount and origin of the betting money.
So the money stayed in the cloud, because it could no longer be returned to my account to continue playing. They recommended that I open an account and define it as a payment method, so that the money would arrive.
That is where my husband's skrill account was used. The system allowed the withdrawal because my account was linked to your email. So by mistake I decided to return the money to the platform depositing everything, because it was faster to withdraw it, since Skrill takes several days to make the payment.
That is where they first block my withdrawals, since the money was not used for games. And then they block my account completely.
I contacted your assistant team, I sent you my account documents detailing that I am the owner, I changed my husband's email to the current one to my account and I sent the Skrill transaction, detailing that the money came from betway and then deposited to the same platform. In the end, their administrators reviewed the case with all the evidence sent and still decided to block me.
Then I contact them again for an answer and it turns out that there is no answer, their assistant does not know why it was blocked or they are reserving why. Finally they told me I have to wait.
In the end I do not want them to forget about the case, they keep my money and I only ask that they return it to the account that made the deposit or one of my preferred accounts.
To your response, the casino did not allow me to pay permission to a third party, nor did they tell me about it, nor did I tell them.
Just that Veronica
Greetings
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11 months ago
I just want to make sure I understand the situation correctly:
The bank rejected to process the payment because it came from gambling. The money was then returned to your player's account and you decided to withdraw it using your husband's Skrill? Was your withdrawal successful?
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11 months ago
Translation
Correctly Veronika, the bank rejected the money for the bet.
Regarding the Money, it could not return to the player account, because it was already in its started process. Therefore, the assistants told me that the money could no longer be returned to the player's account. That he had to assign another withdrawal method so that the money would then reach that account.
This is where my husband's skrill account comes in.
And yes, the withdrawal was successful in my husband's skrill account.
But as I told you, then I decide to return the money to betway. For the simple reason of receiving the money as soon as possible, since Skrill takes 5 business days to make the payment. Instead Betway only 24 to 48 hours.
When making said deposit with X amount of money, not playing it and with an account that is not in my name. Withdrawals and the account were blocked.
However, all possible evidence was sent to clarify the problem, but nevertheless its administrators decided to block the account and confiscate the money.
Now the case goes to the complaints mailbox, and even so I am still waiting for answers from them and the case.
Regards, Veronica.
Greetings.
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11 months ago
Whose name and personal details are in the gaming account? Yours or your husband's?
Has the casino verified your husband's Skrill account prior to sending the winnings there?
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11 months ago
Translation
The account is mine and the data too.
No, the casino I guess did not verify the skrill account. Because the deposit was made, otherwise the deposit would not have been made. Or everything was automatic since both accounts are registered with the same email.
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11 months ago
I'm afraid that you have breached the casino's Terms and Conditions regarding third-party payment. As I mentioned in one of the previous comments, online casinos allow players to use payment methods registered only in their own name. Since you've used your husband's payment method, you broke the rules and there is nothing we can do for you.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards
Veronika
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